Job Description
The People Services Specialist is primarily responsible for providing front-line coaching and support to employees in Canada, US, Ireland, and Bermuda on baseline (Tier 1) inquiries regarding HR policies, HR Information systems and business processes related to the employee life cycle.
The People Services Specialist manages the end-to-end customer experience for inquiry management services.
What will you do?
Inquiry Management & Customer Service
Monitor and manage intake volumes, ensuring all cases are properly assigned and responded to (and resolved) in a timely manner
Provide an excellent customer service experience for internal customers (employees and managers) and external customers, with a resolution-based mindset
Going above and beyond to provide first level inquiry support for HR customers with questions concerning HR policies and programs, leveraging business unit and regional specific knowledge / expertise when resolving inquiries
Respond to incoming inquiries related to Employee Record Inquiries, HR Systems Inquiries, Payroll Inquiries, Benefits Inquiries, HR Policies & Program Inquiries, Leave Management Inquiries, Employee Relations Inquiry Management & Coaching, in an effective and efficient manner through different service intake channels (i.
e., case management, telephony), and triage, escalate, or redirect as necessary
Ensure in-depth understanding and familiarity with regional and business unit specific nuances of service delivery
Coach employees and managers on self-service transactions and HR Operations portal navigation (Tier 0)
Case Management
Log and track inquiries in Case Management tool
Ensure closed-loop process to manage, escalate and resolve cases
Provide and maintain procedures and processes for case escalation
Meet defined SLAs and KPIs
Escalate cases per appropriate procedures
Policy / Procedure Interpretation
Interpret policies and procedures and provide assistance for escalation of sensitive issues within Sun Life (e.g., harassment)
Ensure documentation of policies and procedures are available / accessible
Continuous Improvement
Partner with management and leadership to update, simplify, and enhance Inquiry Management processes, procedures, and technologies.
What do you need to succeed?
Excellent Customer Service Skills
Great Communication Skills (written and verbal)
HR Experience
Attention to Detail
Multi-tasking & Time Management
Problem Solving / Conflict Resolution
Excellent Relationship / Stakeholder Management
Operational Excellence Mindset
HR Experience
Assets
HR Shared Service Experience
Experience in a Service / Call Centre or production environment
Experience with Payroll Administration
Experience and / or post-secondary education with a focus on Human Resources
Working knowledge of Workday and ADP GlobalView
When a new position becomes available which matches your background and experience, the base pay range will be disclosed and correspond to the opportunity Sun Life will consider you for.
In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance.
Certain sales focused roles have sales incentive plans based on individual or group sales results.
Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues.
We welcome applications from qualified individuals from all backgrounds.
Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to .
At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
Job Category : Human Resources
Human Resources
Posting End Date : 30 / 12 / 2024
30 / 12 / 2024
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